Antonia Smith

Versatile, customer-focused, and results-driven Customer Service Professional with extensive experience across omnichannel support (voice, email, and live ticketing), back-office operations, and administrative workflows. Proven track record in high-volume customer query resolution, dispute handling, e-commerce order support, and account management within tight SLA frameworks. Multi-skilled across leading corporate campaigns (Pick n Pay, Scottish Power, Lufthansa, Staysure Insurance), adept at maintaining strict data governance, fast query resolution, and high customer satisfaction scores.

Customer Service Agent (Pick n Pay Campaign) at Boomerang SA (2026 – Present)

• Render comprehensive omnichannel support managing customer queries and escalating formal complaints via telephone and email correspondence.
• Process Smart Shopper card replacements, account verification, and updates efficiently within company database protocols.
• Serve as a multi-skilled agent handling specialized Pick n Pay ASAP digital store queries, delivery tracking, and prompt resolution of missing/damaged order items.
• Ensure high customer satisfaction, fast resolution turnarounds, and strict compliance with brand standards and service level agreements (SLAs).

Night Shift Supervisor at Vitacare Pharmacy (2026-04 – 2026)

• Managed operational integrity, inventory logs, and accurate stock records throughout night shift duties.
• Verified compliance documentation, organized data sheets, and ensured up-to-date logging of sensitive patient/store data.
• Handled telephonic incoming communications and routed complex administrative inquiries to specialized internal departments.
• Provided front-counter customer engagement, managing intake protocols and maintaining high service quality standards.

Middle Office Complaints Advisor at WNS Global Services SA (2025-11 – 2026-03)

• Delivered rigorous records management and electronic documentation services for high-value customer accounts.
• Managed corporate email inboxes; logged, sorted, tracked, and prioritized incoming escalations within tight SLA windows.
• Prepared resolved complaint cases for digital archiving while enforcing strict internal data governance rules.
• Executed root-cause file investigations and gathered documentary evidence to prevent escalations to external regulatory bodies.

Sales & Administrative Consultant at High Society Lounge (2025-04 – 2025-10)

• Facilitated front-desk visitor registration, membership documentation, and comprehensive reception services.
• Operated POS terminals, generated daily sales logs, and performed accurate shift tally balancing during handovers.
• Partnered with executive management to update internal filing systems and optimize record-keeping procedures.

Customer Service Advisor (Pre-Payment Core) at Sigma SA / Scottish Power (2024-09 – 2025-03)

• Managed high-volume international customer account records and updated utility billing frameworks securely.
• Created detailed administrative service tickets, dispatched technician workflows, and systematically updated active customer files.
• Audited customer databases to identify system vulnerabilities and update title/name changes with strict compliance.

Dual-Skilled Sales & Customer Service Representative at Sigma SA / Staysure Travel Insurance (2024-01 – 2024-09)

• Maintained precise health history documentation and compliance records for international travel policyholders.
• Responded to inbound telephone and email inquiries, processing policy amendments and updating active policy archives.
• Managed customer databases to record data updates, generate official policy documentation, and track escalations.

Customer Service Representative at Lufthansa InTouch (2023-09 – 2024-02)

• Provided document tracking and transaction record support across multiple airline divisions within the Lufthansa Group.
• Executed real-time reservation processing and data entry within dedicated aviation ticketing software.

Customer Service Representative & 2IC (Second-In-Charge) at Teleperformance SA (2021-03 – 2022-12)

• Carried out back-office administration workflows, connecting cross-functional departments to retrieve and process account data.
• Appointed as Second-In-Charge (2IC) to assist management with team performance monitoring, reporting, and onboarding documentation for new hires.

Matric Certificate (Grade 12 Senior Certificate) in Business Studies, Mathematics, English, Afrikaans, History, Tourism – Bergvliet High School, Cape Town